"I was using an email offer of 20% off but it wasn't applying to the most expensive luggage in my order. I did the live chat and was given a different code and that worked for everything in my order. Saved $$$.
Also have done a lot of online shopping for up coming travel and ebags was definitely the best experience in every way. Well designed web site especially for the non tech savvy with visuals along with text. Easy to navigate through unlimited options. Easiest returns with point, click and print postage paid return labels.
You can't beat FREE RETURNS! I've ordered from them 3 times this month. No hassles, no regrets."

"Completely baffled by the sheer number of bad reviews. I've been ordering from eBags for over a decade and never had a problem. I like the eBag brand of products too. Admittedly, since I've never had a problem, I've never had to deal with the customer service, so maybe it is as atrocious as people say, but if it was quite that bad, I'd have expected to have a problem by now. eBags - my first stop when shopping for luggage. The one time I returned something (just because I didn't like it, not because of problems with my order) the return easy and my refund was prompt."

"These guys still send you emails when you unsubscribe. If you do order from these guys, use a burner account. Google "eBags spam". Definitely won't be ordering from these idiots again."

"Ebags has one of the worst customer service and policies which change from one person to another.
Even after having a very valid link for price match policy the customer service rep goes that it is expired and the policy changed.
These people are very mischevious so beware. The chat i had is below -


info: Welcome to eBags! An online representative will be with you shortly. You are number 1 in the queue. Your wait time will be approximately 0 minute(s) and 5 seconds. Thank you for waiting.

info: You are now chatting with 'Matthew'
Matthew: Thank you for using eBags Live Chat support. May I please have your name to make this session more interactive?
you: My name is XXXX
Matthew: Hello XXXX, how may I help you today?
you: I was wondering if ebags does price match ?
Matthew: I am sorry. We do not offer price match with other sites.
you: Umm then why does it says on your website that you do ?
you: http://www.ebags.com/help/index.cfm?fuseaction=pricing&lastSearchTerm=price+guarantee
Matthew: Please click here for our pricing and discount policy
Matthew: Yes, we were offering price match with competitor's site in past and there has been a change in our policy so we not longer offer price match with other sites
Matthew: When you google for our price match policy the expired link shows up.
Matthew: I can offer you a 20% discount for your order.
Matthew: May I please have your cart#?
you: ahh
you: Your cart number is: 18XXXXXXX
you: Well i just googled the price match and i get the link which is shown above.
you: How do i apply the $2 odd change rewards i have for this cart ?
Matthew: I see your cart value is $106.99. I can offer you a 20% discount code so you can purchase the item for $85.59. Please let me know would you like to accept the offer to place the order.
Matthew: Please click the checkbox on payment page to redeem your points. It is just below fields were you enter you credit card information. You will need to scroll down the page to locate the checkbox. eBags rewards will cannot be redeemed with PayPal or Bill Me Later as payment methods.You will need to use credit / debit card as your payment method to redeem your points.
you: I already have a cupon on my cart, will this go on top of it ?
Matthew: No. It is not possible to combine discounts. You can use only one code per order.
you: This is sucks. The website has an active URL to saying that you price match and then you don't
you: Awesome stuff.
you: Thanks for your time. I'll take my business elsewhere :)
you: and i'll make sure i blog about this to let others know about the awesome "on the spot" changing policies ebags has.
info: Your chat transcript will be sent to ****@**** at the end of your chat.
Matthew: I apologize for the inconvenience. The link you see in google is no longer active. I kindly request you to check for our pricing policy in the link below.
Matthew: http://www.ebags.com/help/pricingdiscounts
you: THanks for your time."

"After I ordered some items, I was surprised by how long it would take: "Each item requires 2-6 business days for processing." Then add shipping time. I was leaving the country and the items would probably not arrive in time. I called to cancel the order a couple of hours after I made the order. The representative had an arrogant tone and acted like it possibly could be done, but she would "have to call the warehouse." She acted like doing this was a big favor to me. Unfortunately, the most expensive item was shipped a couple of days later. So I will be overseas for 9 months while the item sits useless.

I will never again purchase anything from eBags."

"Ordered a leather Kenneth Cole In Port Order leather brown briefcase. New item had a 2 inch scratch on the front left panel. Color of the panels also did not match. Regarding the scratch, the first email customer service staff blamed it on the discount price I paid. Second chat customer service staff asked me to return it. Did not apologize for the inconvenience or the damaged bag. Extremely bad customer service. Not customer friendly. Does not want to take responsibility for selling sub-par quality items. Will definitely NOT buy again and will definitely NOT recommend!"

"Their 60 day defects policy says: Items are protected by eBags against defects for 60 days from the receipt of shipment. After that time, please refer to the manufacturer's warranty policy.

The truth is you have one week to report a defect and get it replaced for free.
After that, you have to pay return shipping/restocking fee ($7) and then re-buy the bag at whatever the current price is (if you buy it on sale, you likely get stuck with a higher regular price a week later. If they are sold out of what you bought, you lose).

You lose money if eBags sends you sub-par goods. You do nothing wrong and you pay the price.

I am not ordering from here again."

"Beware the shady return policy -- No where does it state on their site that returns are not possible after 60 days. They only indicate store credit after 30 days + a fee. Very vaguely worded. Appeals to the company yielded nothing but frustration."

"This was my first purchase from eBags. After reading numerous reviews on affordable luggage I decided to order three eBag's branded pieces (eTech 2.0 21"/25"/29"). I was having difficulty with the coupon code, so I contacted eBags via the online chat option. The rep was pleasant, but he could not figure out why the coupon code was not applying the discount to the entire order. After 5 min of trying to resolve the issue he decided to supply me with a new code that added an additional 5% off. The coupon saved me a little over $100 off the current discounted pricing.

I received a confirmation email a couple of minutes after placing the order. UPS ground shipping was prompt even though it was close to Christmas. The luggage actually looks better in person.

Now that I'm on the eBag's mailing list I receive frequent emails with promos. I decided to check the current price of the three pieces that I ordered, and they are now close to $50 less that what I paid. I contacted eBag's by phone this time, and after explaining the dilemma they offered to credit me back the $49. Now that's customer service!

"

"Ordered a tablet case on 12/29 with 2-day shipping. Got an estimated delivery date of 1/6 (2-days? what?) and when I didn't have the item on 1/6, I logged in to find it hadn't even SHIPPED yet. When I emailed customer support, they asked for 2 business days to investigate. Pathetic."

"I was very disappointed with eBags. I bought a Adidas Lucas Backpack last year and it ripped on the shoulder strap. that point is not even the place where the most weight is feltI contacted eBags and chatted with a "Customer Service Rep" who sent me the link to the warranty section and asked me to contact the manufacturer directly and that 60 days are over. they do not have a commitment where they will take the extra step to make the customer happy and gain a customer for life.
Will I go back to eBags . not so sure. Am i expecting too much ?"

"Prices are good - customer service is lousy! I ordered two items on Dec 23rd with an estimated arrival date of Dec 30th. One item shipped the next day and the other one as of yet (Jan 3rd) has nothing and I have contacted customer service 3 times and each time they ask me to give the warehouse 1-2 business days for information. If you actually want to receive your item pay a couple of extra dollars elsewhere.

UPDATE on my review: Finally on January 6th after 2 weeks of trying to find out if my order was shipped they sent me an e-mail saying it was out of stock. Now, it's more than a week and they still have not refunded my money to paypal for the item they took the money for in advance but did not ship and gave me the run-around on. From what I can tell getting your item is a crap shoot and they'll make you play the waiting game to receive a refund. Buyer beware!!!"

"The calpak roller duffel bag had one wheel damaged even before reaching destination and on first use. Their policy for return is 60 days. My trip takes around that time. They informed me nothing could be done and asked me to contact the manufacturer. After some emails, they compensate me with $10. And gave me info to contact the manufacturer. I did only to find it would cost me as much to send it to them and back and for service charge. The bag is flimsy, not hardy. Not worth the money."

"IF YOU WANT FAST DELIVERY - FORGET ABOUT IT!

I ordered a backpack for my upcoming travel with FedEx 2nd Day Air delivery method ($12.95) on 9/9. The estimated delivery date was 9/12. I checked the order status on 9/12 and there was still no tracking number, so I called the customer service. The CS agent told me that she will find out what the problem is and send me a e-mail with update. I asked if they can upgrade the delivery method to FedEx Overnight in case the bag is not shipped yet, so I can still receive it before my travel date. She said that it might be possible. Of course, she did not sent me any updates by email neither called me. Next day 9/13 the tracking number finally appeared with FedEx Ground method and estimated delivery date 9/20! SERIOUSLY? I don't need it after 9/16. And why is it FedEx Ground? I called the customer service again and asked them how could this happen and if the shipping can be upgraded to a FedEx Overnight. They told me that the item was not in stock and they cannot upgrade it to FedEx Overnight. I don't get it. Do you guys track your warehouse? Why I can call FedEx to upgrade my shipping and you cannot? Just pay extra $ to make the customer happy again. Now I requested cancellation of my shipping and if they don't retract the package from FedEx, then I will request a free shipping label to return the package back."

"I ordered a computer bag from eBags, they charged my Paypal account, issued a UPS tracking account with what they claimed was a tracking number but one that UPS didn't recognize, and only after it never showed up and I began sending inquiries did they admit they never had the bag in stock. Buyer beware!"